The Knowledge Management Specialist is responsible for maintaining and updating the Knowledge Base (FAQs, Articles, any other information required by agents). The information is aligned and consistent across all markets, should be easily accessible and simple to read and understand by all users. Additionally, the information is used to support any operational projects as well as projects initiated by the L&D, GC, or QA team.
Responsibilities:
- Updating the Knowledge Base, FAQs, and Self Help Portal
- Collecting detailed information for procedural changes
- Creating and implementing new materials
- Updating existing materials
- Offer advice on procedures to all levels in the project
- Ensure efficient communication and implementation of new/changed procedures
- Collaborate with the training team to ensure relevant information is available for training programs
- Evaluate any feedback received for the Knowledge Base and suggest appropriate changes
- Perform analysis of the Knowledge Base and suggest appropriate changes
- Collaborate and offer support to ongoing improvement initiatives/projects
- Initiate improvement projects
- Collaborate with other Support Team members, to improve existing work processes and support procedures
- Communicate with other Knowledge Management Specialists, as well as client representatives on topics related to Knowledge Management, ongoing projects, and initiatives
- Transfer Knowledge and support of junior KM team members
Requirements:
- Minimum 1 year of relevant experience (BPO and/or CRM working experience)
- Understanding of how Player Support and Gaming communities work and live
- Excellent English skills, especially written English (level C1)
- Experience with G Suite/ G Sheets/ Excel will be considered as an advantage
- Strong communication skills - both oral and written
- Strong organization skills (Awareness, Proactivity, and Resourcefulness)
- Analytical, problem-solving, and decision-making skills
- Ability to focus under pressure and work under deadlines
- Ability to work as part of a big and diverse team
- Capacity to quickly master a wide variety of tools and processes
- Six sigma experience or certification will be considered as an advantage
We offer:
- A stable job and career development opportunities
- Attractive salary
- Regular working hours
- Special Discounts & Offers (Food vouchers, Multisport cards, etc.)
- Additional health insurance & Transportation allowance
- Special benefits for our team members (Gym, yoga classes, massages and corporate psychologist in the office)
- Positive international working environment (Relax zones, PlayStation and billiard corners)
- Continuous support and learning
- Employee referral bonuses & Recognition programs
If this opportunity sounds appealing to you, please send your CV!
- Please note that only shortlisted candidates will be contacted.
About us: TELUS International Europe is the leader in the BPO sector in Bulgaria. We have almost 50,000 team members across 20 countries. TELUS International Europe offers contact center solutions, ITO and creative customer service support for global customers in over 50 languages.
Skills
Req_00047508
Required Language(s)English
